Badplaas Valentines Special!!!!!!!!!! Worst mistake ever

Ref: Valentine's Last Minute Booking 16 Feb 2017

On Friday I booked a 2 Sleeper Chalet due to the Hotel been fully booked.

Upon arrival on Friday evening I asked at the reception if there is any space available at the hotel, his answer was yes.

I asked the receptionist that if it is possible for us to upgrade to the Valentine's special that is advertised, he said to me it is unavailable due to the room that needs to be decorated, I said to him that I don't mind for the room decorations, I just want the special.

He came back after consulting with the manager and gave me the special, I paid R3150, R2 more that I should have paid, This was not a problem due to the ''favour'' for last minute booking

As we stayed in the hotel before in a Queen sized room , we got a double bed room.

On Saturday evening we went to the Hillside hut as indicated on the special package , we told the waiter that we are here with the hotel special as advertised. He brought us a plate with snack as that was the valentine's special at the restaurant. We were very disgusted as some of the guest that were in the hotel on the same package received a different meal. The Restaurant manager was not aware of our booking and advised that we required vouchers. We were humiliated at the restaurant for something we already paid for.

We went back to the hotel reception to enquire about the vouchers that we needed, the receptionist made a phone call and advised that we were actually just booked for Dinner, Bed & Breakfast at the Hotel.

No one informed us about the changes that was made on our package, or that because of the late booking this is what's going to happen. If we were informed about this I would not been typing this email right now.

I received a phone call from a lovely lady Mara if I have it correct, she apologised for the inconvenience caused, I was willing to leave it until she got back to me to speak with the worst manager, this is now you Front office manager that have no customer relations experience, she is extremely rude. She said that this prior booking only not last minute booking's, well if you treat any customer like that than you are not there to deliver a service for customer to want to come back. In future please also state on your adverti*****ts that that it is not last minute accommodation deals.

This is really not how customers should be treated.

Hope to hear from you soon

The Resort Manager is really not caring about customer service